ChurnZero

Your customer did everything right. Bought in. Took the training. Launched with momentum. Then—layoffs, team turnover, budget freezes. Nothing they could control. Unlucky is the Churn Monster that feeds on adversity. It doesn’t show up because of failure. It shows up because life happened, and now your customer is stuck in survival mode. The fix? Empathy plus action. Help them restart. Strip the plan down to what matters most. Be flexible where you can. Learn how to help good customers bounce back after a rough patch at https://lnkd.in/dC2AC4es. #customersuccess #ChurnMonsters #fightchurn

Your next great hire might already be on your team. In her latest blog featured on ChurnZero, Melo Associates Founder and CEO Swati Garg shares why internal mobility is a core strategy for driving retention, engagement, and long-term #CustomerSuccess. How to Build a CS #EmployeeMobility Program & Why It Matters Read it here: https://lnkd.in/g7JwTumM This Thursday, Swati will take the conversation into our final Talent Lens: Success Magnified webinar for "The Case for Internal Mobility: A Strategic Lever for Retention, Speed, and Talent ROI". Join us to learn how forward-thinking organizations are redefining talent strategy from within: https://lnkd.in/gMeZzwBY #Leadership #TalentStrategy #ChurnZero

“It really builds that trust factor. Our customers see that we’re listening, that we have people to support them, and that our C-suite will step in to make sure they get what they need.”  When James Brookshire and his CS team at ComplianceQuest discovered ChurnZero AI’s ability to surface “risk words” in customer language, they saw an early warning system that would allow them to intervene early. “For example, Engagement AI flagged that a longtime, strategic customer was expressing subtle signs of frustration," says Jim. "While they continued to pay invoices and provide references, phrases like ‘this is frustrating’ appeared in their support emails. This helped us recognize underlying concerns early and alert our product team to address the issue.”  “Now, we look at the top interaction topics that Engagement AI identifies in each customer account and we let that drive our monthly cadences. If we see product requests as the top topic, we bring someone from product to the next meeting. If the top topic is risk-related, we’ll bring in our chief strategy officer.”  "This has been an eye-opener for us,” says Jim. “We’re embracing AI across the company, and everyone is starting to see how we can leverage this." Read more at https://lnkd.in/eZ-W4VEc. Thank you, Jim, for sharing your success story! #AI #innovation #sentiment #customersuccess #agentic #casestudy

New research shows that customer teams using a purpose-built CSP achieve 100% NRR on average, versus 94% without. Overall, teams using the following platforms reported a statistically significant difference in NRR from those without: 🟣 CSP: NRR at 100%, versus 94% without. 🟣 CRM: NRR at 98.5% versus 90% without. 🟣 LMS: NRR at 99%, versus 95% without. 🟣 Support software: NRR at 99%, versus 93% without. Find out more at https://lnkd.in/esMYfuJH. #NRR #CSP #CRM #LMS #customergrowth #customersuccess with You Mon Tsang

If you loved You Mon Tsang's session at NYC Customer Success Week, then you will not want to miss this webinar next week. The data that ChurnZero has gathered is a benchmark like no other in the CS world! https://lnkd.in/en9iP4ft

REVIEW FRIDAY: “My only regret is that we did not seek out ChurnZero sooner!” “ChurnZero has given us insight we've been missing, and removed our human bias with health scoring that is data-driven versus our gut feeling.” writes this verified reviewer on G2. “We leverage ChurnZero to automate the operational "non-value add" tasks so that our teams can focus on the more strategic areas of growing revenue and expanding our clients' programs." “We also use this to manage our processes rather than having to look up a quick reference guide or help document it. It is all built-in and requires little thought, ensuring key touchpoints and activities are not missed.” “If you add in the recent AI enhancements and agents available, our experience is only going to keep evolving.” Thank you to this week’s reviewer for sharing your feedback—we appreciate you! Find out more about our latest AI enhancements at https://lnkd.in/gpzjZ5yM. #customersuccess #AI #CSP #ReviewFriday #ChurnZero

When renewals drive 75% of your revenue, it’s not okay to treat them reactively. Renewals need the same structure and discipline as your new sales pipeline. Apply sales-level discipline to your renewals process, writes Karthick JL, and you'll create the accountability and predictability to turn renewal into a strategic growth lever. ✅ Define stages, not deadlines. Move beyond “renewals due this quarter” and create clear stages—adoption check, alignment, commercial, close—that show where each renewal stands and the action you need to take. ✅ Add probabilities and risk signals. Not every renewal is equal, so combine usage data, sentiment, and sponsor alignment to assign confidence levels. This gives you an early warning system and turns renewal forecasting from guesswork into data-driven insight. ✅ Run renewal reviews like sales forecast calls. Hold weekly, structured meetings to ask which renewals have slipped, which need executive attention, and which could expand with proactive action. The goal isn’t to report; it’s to intervene early. See the complete framework at https://lnkd.in/d3HU77Ww. #customersuccess #NRR #GRR #Retention #Renewals

The rules of customer growth are changing—and next week, you’re invited to explore them with SaaS experts Kerry Cunningham, Rich Gardner and You Mon Tsang. Learn what 800 customer revenue leaders had to say in this year’s Customer Revenue Leadership Study about retention, team structure, tech stacks, AI, KPIs, and more—with actionable advice for capitalizing on every trend. You'll discover: 🟣 Why 2025 is a baseline year for retention and growth, and what to do. 🟣 Which team roles, budgets, and tools have the biggest impact on NRR and GRR. 🟣 How buying readiness and AI adoption are shaping customer revenue strategies. 🟣 How to strengthen your CS ops, align on lifecycle revenue metrics, and scale growth. When: Wednesday, October 22, 2:00 PM EDT Where: Save your seat at https://lnkd.in/en9iP4ft. #customergrowth #customersuccess #research #SaaS #CCO